Customer Experience Excellence, Frontline Protocols & Professional Communication Standards for Service Teams
Venue: Acacia Premier Hotel, Kisumu-Kenya
Date: 31st - 5th September 2026
Cost: Kshs. 86,000 / USD 850
CPD points: 10
Overview
Deliver customer experience excellence through frontline protocols and professional communication standards. This program equips service teams with the skills to greet, engage, and resolve customer issues with professionalism and empathy. The curriculum covers service standards, communication techniques, handling complaints, and service recovery. Through role‑plays and real‑world scenarios, attendees will practice creating positive customer interactions that build loyalty. This program is essential for customer service representatives, receptionists, and any frontline staff.
Objectives
- Define and apply customer service excellence standards
- Greet customers professionally and set a positive tone
- Use active listening and empathy to understand customer needs
- Communicate clearly and avoid jargon
- Handle complaints and resolve issues effectively
- Implement service recovery protocols to regain trust
- Manage difficult customers and de‑escalate conflicts
- Maintain composure under pressure
- Continuously improve based on customer feedback
Target Audience
- Customer service representatives and agents
- Frontline staff in retail, hospitality, and healthcare
- Call center agents
- Receptionists and front desk officers
- Service team leaders and supervisors
- Anyone interacting directly with customers
Methodology
- Service standard role‑plays
- Communication skills workshops
- Complaint handling simulations
- De‑escalation exercises
- Case study analyses of service failures and recoveries
- Peer feedback sessions
- Action planning for service improvement
